This is a combined synopsis/solicitation for commercial items in accordance with the format in FAR Subpart 12.6 as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested, and a written solicitation will not be issued. The General Services Office of Chief Information Officer (CIO), located at 1800 F Street NW Washington DC 20405, a requirement forLotus Service Manager (LSM) (or equivalent) up to twelve (12) visits; Support via Techncially Senior Analysts for up to 10 callers; Remote Diagnostic Assistance; 8 field support service days; 1 emergency onsite assistance engagement; quarterly developer teleconference calls; 5 knowledgebase subscriptions; access to draft technotes; includes travel and expenses for LSM, FSS, and EOS. The following questions and answers shall be incorporated into the statement of work: 1. Is this requirement for one full time Lotus Service Manager for 12 Months? The Government is looking for the LOTUS Partnership Level Support Program (PSP) equivalent. The Government requires support for 12 months. The Lotus Service Manager ("LSM") works with the Customer's management and technical staff within a single region to provide coordination and management for the customer's technical support relationship with IBM in relation to the Software. The Customer's technical support incidents will be received by the Designated IBM Customer Support Center. Technical Support Analysts within the Designated IBM Customer Support Center undertake the appropriate technical investigation in order to process the customer's technical support incidents. The LSM will monitor the customer's support incidents to ensure effective engagement of Customer Support Center processes. The LSM will help manage the Customer's priority incidents to help ensure that the incidents are progressed in an efficient and timely manner. The LSM will enlist the appropriate IBM resources and drive the appropriate IBM escalation processes in order to manage the Customer's priority incidents. 2. “12 visits” + 8 support service days + 1 Emergency onsite assistance engagement = 21 days. Does this mean that resource only needs to be available for “quarterly developer teleconference calls? The LSM (or equivalent) will develop an understanding of the Customer's support needs and deployment plans through discussions with the Customer's support personnel and in meeting with the Customer. The LSM will proactively provide the Customer with technical information specific to the Customer's environment and conduct conference calls as needed to discuss deployment strategies, new products as well as to review open technical support issues. The LSM will facilitate knowledge transfer in Lotus technologies and invite the Customer to participate in technical briefings. 3. Support via Technically Senior Analysts for up to 10 callers? Is that 10 callers at once or supporting 10 users? Would the senior analysts be the same person as the manager or different? Are the technically senior analysts billed in the project or are they separate? The Customer will receive 24 hours, 7 days a week (365 days per year) priority telephone access via a managed queue for up to TEN (10) Named Callers to the Designated IBM Customer Support Center. Customer's support incidents will be directed to technically senior support analyst during regular Hours of Operation of the Designated IBM Customer Support Center. 4. Remote Diagnostic Assistance? As in "install and configure a remote diagnostic assistance software infrastructure" or "can answer tough questions over the phone?" Remote Diagnostic Assistance: Where the necessary tools and technologies are available, the Designated IBM Support Center may if appropriate, and with Customer's agreement, remotely access the Customer's system to assist Customer in isolating the problem cause. Remote Diagnostic Assistance may not be available for all products and all platforms. The goal of Remote Diagnostic Assistance is to gather additional information needed to aid in troubleshooting an Incident that has been reported to the Designated IBM Support Center. Remote Diagnostic Assistance does not extend to administering or making changes to the Customer's system. 5. Knowledge Base subscriptions? Please define. Lotus KnowledgeBase means the Lotus Notes-based reference database made available by IBM to Cusomer as part of the Support Services that contain up-to-date technical information for identified Lotus products and may be used by Customer solely for internal support purposes. Customer will be entitled to FIVE (5) Lotus KnowledgeBase subscriptions, entitling the Customer to receive Lotus KnowledgeBase via a CD-ROM. 6. Access to draft technotes - This would come with your server licenses or a business partner account, do you already have this or are expecting the Vendor to provide this as well? Customer will be entitled to access draft documentation within the Lotus KnowledgeBase. Such draft documentation is provided to Customer soley on an AS IS basis without warranty of any kind, including any implied warranties of merchantability or fitness for a particular purpose, and IBM reserves the right to modify or delete such draft documentation, in whole or in part, at any time without notice. Please see above. 7. Travel expenses for Lotus Service Manager – To where and how often The LSM (or equivalent) will make up to TWELVE (12) visits to Customer's primary site each year, not to exceed twelve (12) days in total. LSM site visits are included in the charges. The Customer may be subject to a separate charge for travel and expenses for any additional visits mutually agreed between the Customer and the LSM. In the event additional travel is requried, it shall be travel shall be conducted in accordance with Federal Travel Reuglation and to be approved in advance by the Contracting Officer. 8. The Government’s estimated level of effort for this requirement is $148,000.00. All of the equipment is located in Washington DC. Area.No substitutions. Ship To Address: 1800 F Street NW, Room G204. For this solicitation, GSA-FTS intends to conduct an on-line competitive reverse auction to be facilitated by a third-party reverse auction provider, FedBid, Inc. FedBid has developed an on-line, anonymous, browser based application to conduct the reverse auction. An Offeror may submit a series of pricing quotes, which descend in price during the specified period of time for the aforementioned reverse auction. GSA-FTS is taking this action in an effort to improve vendor access and awareness of requests while expediting its ability to gather multiple, competed, real-time offers. All responsible Offerors that respond to this solicitation MUST submit the pricing portion of their offer using the online exchange located at www.FedBid.com. There is no cost to register, review procurement data or make an offer on www.FedBid.com. Offerors that are not currently registered to use www.FedBid.com should proceed to www.FedBid.com to complete their free registration. Offerors that require special considerations or assistance may contact the FedBid Helpdesk at 877-9FEDBID or via email at
[email protected]. Offerors may not artificially manipulate the price of a transaction on www.FedBid.com by any means. It is unacceptable to place bad faith offers, to use decoys in the www.FedBid.com process or to collude with the intent or effect of hampering the competitive www.FedBid.com process. The provisions of 52.212-1, Instructions to Offerors Commercial Items; 52.212-3 Offeror Representations and Certifications; Commercial Items; 52.212-4, Contract Terms and Conditions; 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders Commercial Items. 52.212-2 (a) The Government will award a contract resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be the best value to the Government, on the basis of price and conformance to technical factors. For information contact Holly Carr at 202-329-7250